Terms & Conditions of Trade/Refund Policy

Can I cancel my order?

Skinlabs Direct Pty Ltd (ACN 610 172 962) “Skinlabs” aims to ship all orders within 1 business day from receipt of the order, therefore no changes can be made after you have placed your order. All cancellation requests will be reviewed as soon as possible, and if the order has not been submitted to our warehouse then we will process your cancellation if possible.
All emails regarding cancellations must be titled ‘Cancel Order’ in the Subject field of the email. Please include your full name and order number in the body of the email.
Cancellations not titled in this manner will not be refunded.

Can I return my order and exchange or refund?

Skinlabs will not accept any refunds or exchanges on product purchased.  If the product purchased is defective or you feel is not as advertised, please email us at info@skinlabsdirect.com prior to returning the products and we will do our best to resolve the situation.

In the event your goods have been damaged in transit, please email us at info@skinlabsdirect.com and we will work with you to resolve the issue. We all know that the postman can be quite rough on occasions!

Can I change my address?

As we process and ship all orders as soon as possible, we do not accept any address changes after your order has been placed. All address change requests will be reviewed as soon as possible, and if the order has not been submitted to our warehouse then we will process your change of address, if possible.
All emails regarding change of address must be titled ‘Change of Address’ in the Subject field of the email. Please include your full name, order number and corrected shipping address in the body of the email, and we will do our very best to update your details for you before your order shipped.
Address change emails not titled in this manner will not be processed.

What if my order is held by local customs?

If your order is held in Customs, it is the responsibility of the buyer/customer to contact their local Customs and organise for their order to clear Customs. Skinlabs is not liable to contact Customs Officials, or refund any orders which are refused by local Customs and returned to Skinlabs. Skinlabs is not liable for any charges or duties that may be imposed by local Customs Agencies.  

Can I add/remove product or change the shipping method?

Once the order has been submitted we cannot amend the type of shipping or change / add products to your order.

Postage/Shipping:

If your parcel is marked as ‘delivered’ by the local postal service, yet you do not physically have your parcel it is up to the customer, not Skinlabs to contact the local postal service to follow up the problem. If the local postal service and the customer do not resolve the discrepancy, Skinlabs is not liable to refund or replace your order, but, where possible, we will work with you to resolve the situation.

Skinlabs provides complimentary shipping for all product purchases. Complimentary shipping refers to the freight/delivery component only and does not extend to import or clearance duties, if applicable.  

Can I use a P.O BOX in my shipping address?

If you choose a courier service to ship your order your shipping address must be a street address and must contain a mobile phone number so the courier can call you if they need for delivery confirmation. If your order is shipped with regular mail shipping, then it is ok to use a P.O box in your address.

English language:

All order details need to be placed in English language only. Please note, any orders not placed in the English language may not print address labels correctly and thus, will not arrive to your shipping address.

The use of diacritic marks such as ñ will not be printed and thus Skinlabs will not be liable for refund / or replacement.

 If you have purchased from Skinlabs we expect you are of the legal age. 

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